Customer service quality in B2B market from the buyer´s perspective

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216275%3A25310%2F18%3A39912698" target="_blank" >RIV/00216275:25310/18:39912698 - isvavai.cz</a>

Výsledek na webu

<a href="https://doi.org/10.3846/bm.2018.40" target="_blank" >https://doi.org/10.3846/bm.2018.40</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.3846/bm.2018.40" target="_blank" >10.3846/bm.2018.40</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Customer service quality in B2B market from the buyer´s perspective

Popis výsledku v původním jazyce

The importance of services for companies is significant and still increasing. Customers expect fulfilment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abilities created by the entire supply system with a dynamic structure. Therefore, it is necessary to understand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of evaluation of the service quality by the customers purchasing products of a selected company, the paper identifies the deciding parameters and methods of customer service quality assessment in the B2B market from the buyer’s perspective.

Název v anglickém jazyce

Customer service quality in B2B market from the buyer´s perspective

Popis výsledku anglicky

The importance of services for companies is significant and still increasing. Customers expect fulfilment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abilities created by the entire supply system with a dynamic structure. Therefore, it is necessary to understand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of evaluation of the service quality by the customers purchasing products of a selected company, the paper identifies the deciding parameters and methods of customer service quality assessment in the B2B market from the buyer’s perspective.

Druh

D - Stať ve sborníku

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2018

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

Business and Management 2018

ISBN

978-609-476-119-5

ISSN

2029-4441

e-ISSN

2029-929X

Počet stran výsledku

9

Strana od-do

362-370

Název nakladatele

VGTU Publishing House Technika

Místo vydání

Vilnius

Místo konání akce

Vilnius

Datum konání akce

3. 5. 2018

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000540887300040